Senior Customer Success Manager

2 weeks ago


Milton Keynes, United Kingdom one2one Recruitment Full time

Our client, a specialist supplier of tailored client managed services offers an exceptional opportunity for a customer centric individual to join their expanding services team. The company itself has gained an enviable reputation for the delivery of a highlevel of quality outsourced recruitment services to organisations and businesses throughout the UK.

This opportunity comes at an exciting time in the business’ lifecycle. Reporting to the Customer Success Director, you will be the leader of a division of the customer success team supporting the smooth on-boarding of new customers, whilst providing managementto their allocated Customer Success Team. You will also support the continued delivery of world-class service to existing customers through the achievement of the key measures of success.

This is a pivotal role to support the growth of the business and offers fantastic development opportunities.

Key Responsibilities
- Achieve fulfilment and cost reduction for customers, whilst maximising revenues for the business by achieving key measures of success on a continuous basis
- Be a pro-active member of the Senior Leadership Team, working closely with the Customer Success Director to nurture and create a high performing, engaged team of customer success professionals, who go over and above to achieve customer and corporate success
- Translates available customer data contained within our platform and other sources into actionable insights and improvement projects
- Consider resource requirements based on new customers onboarding and spend
- Manage at least two Customer Success Managers: performance management, sickness absence management, regular one to one meetings, appraisals and all other people management aspects
- Coach and mentor other members of the team and provide feedback to better service offerings
- Act as a senior point of escalation for both internal and external stakeholders
- Support the smooth on-boarding of new customer accounts, working as a key project member for each implementation and key point of contact for the new customer
- Work closely with the Customer Success Director to continuously improve the levels of service provided, achieving maximum fulfilment and cost reduction for customers.
- Support improvements to customer satisfaction, utilising feedback from transactional and relationship surveys
- Attend weekly and monthly customer meetings, both pre
- and post
- go live, including Quarterly Business Reviews - providing in-depth operational overviews of financial and service delivery performance
- Drive the delivery of action plans to improve customer satisfaction through effective service delivery
- Analyse weekly and monthly reports, identifying trends and conducting root cause analysis to promote a culture of continuous improvement
- Drive the adoption of best practice processes with the review of current ways of working and integration of new working practices
- Conduct weekly one-to-ones with direct reports (two), providing coaching, mentoring and driving team performance
- Lead the recruitment and onboarding of new team members
- Deputise for the Customer Success Director when required
- Where necessary, attend the customer’s offices or working locations
- Be highly personable with excellent communication skills
- Have excellent time management and project management skills. A project management qualification would be advantageous but not essential
- Be tenacious and resilient in the face of challenges
- Have proven experience of motivating team members and creating high-performing teams
- Have previous experience of working in a senior management or leadership position (advantageous)
- Be experienced in the delivery of change management programmes
- Have worked within an IT/service delivery setting or as an Account Manager previously
- Have a head for numbers and commercial acumen (essential)
- Excellent MS Office knowledge

For further details on this exciting opportunity, please contact us at one2one Recruitment.



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